Transit Customer Information Specialist - Senior
Transit Customer Information Specialist - Senior
Posted on :
22-06-2025
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1 Vacancy
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Job Description
Summary
Learn How Metro Connects you with What MattersThis SDA is open to Customer Information Office (CIO) Employees with a minimum of 2 years experience and have completed the probationary period in their current CS position.
The Customer Information Office within theCustomer Communications and Services Sectionseeks an experienced collaborative and motivatedSenior Transit Customer Information Specialist.
As aSenior Transit Customer Information Specialistyou will function not only as a call center peer lead but also as someone who will exhibit strong customer service skills techniques and provide employees and the public with clear information on transit services and fares operations policies and procedures and solutions for questions complaints disputes and service disruptions.
This position troubleshoots and resolves minor problems with computer-related equipment and coordinates disposition of problems with CITRS and IT to maintain service. The Sr. CIS works with the CIO (Customer Information Office) leadership team to manage workflow and maintain service levels including allocating staff effectively during staffing shortages special events and other circumstances or emergencies as needed. The Sr. CIS assists in coaching employees assigns and reviews the work of staff handles escalated customer contacts and acts as a key resource for questions and instructions. The Sr. CIS must possess strong communication skills and be equally adept in communicating by email chat and phone.
The CIO staff is currently teleworking and anticipated to continue this into third quarter of 2025. Depending on business needs the Sr. CIS may be called upon to go into King Street Center for work as needed. Staff in these groups work with a highly diverse customer population to resolve a broad range of issues and requests while striving to provide courteous accurate and efficient service. It is frequently a fast-paced and sometimes stressful environment where a desire for learning and continuous improvement problem-solving and service excellence are highly valued.
This recruitment will be used to fill One (1) Special Duty Assignment (SDA) Transit Customer Information Specialist-Senior. This SDA is open to Customer Information Office (CIO) Employees with a minimum of 2 years experience and have completed the probationary period in their current CS position. The SDA is anticipated to last through 12/31/2025 with a possibility of extension. In addition this selection process may be used to generate an eligibility pool for future openings that may occur in this job type and classification within this work group. The eligibility pool will be retained for 12 months from creation and may be used at the discretion of the hiring authority.Job Duties
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role you will apply equity and social justice principles that exemplify shared values behaviors and practices to all aspects of the work. As the Sr. CIS you will also: Function as a peer lead for Customer Information Specialists Assist with communicating information about policies procedures and workflow changes to Specialists Observe and report on customer calls and communications handled by Specialists Observe and speak with Specialists concerning workplace rules Assist with daily workflow management Assist and coach Specialists with difficult customer calls Assist with or facilitate team meetings to share information instruction or training Liaise with Safety and Security and report safety issues in the field to the TCC to coordinate a response from a District Supervisor or law enforcement Perform other related job duties as assigned
Experience Qualifications Knowledge Skills
We are looking for candidates that meet the following minimum qualifications:
- Demonstrated work experience as a Customer Information Specialist at Metro Transit
- Ability to effectively coach employees in the Customer Information Office
- Skilled in communicating both verbally and in writing (both emails and chats)
- Experience with influencing and motivating of co-workers to work in an efficient manner and in accordance with high customer service standards
- Excellent knowledge of King Countys regional transit systems
- Experience providing information to the public clearly and effectively
- Proven ability to establish and maintain effective working relationships with people from diverse backgrounds both inside and outside the Customer Information Office
- Experience in dealing with people tactfully and serving as a strong example of correct and effective behavior for Customer Information Specialists
- Strong problem-solving skills including the ability to be resourceful
- Experience as a peer lead mentor coach or Acting Senior CIS is preferred
Supplemental Information
Application & Selection Process:
- A completed Job Application (employment history should go back at least 10 years if you have 10 years of employment (or more to include all relevant experience). Resumes are not accepted in lieu of a completed job application.
- Cover Letter detailing your background and describing how you meet or exceed the requirements.
- Complete the supplemental questions
Work Schedule:
This position is anticipated to be full time assigned Please add the following: This positions work schedule will be 8 hours each weekday with a specific schedule within the hours of 5:45am to 6:00pm to be determined by the supervisor. Staff schedules may change to accommodate expanded operating hours and/or days in the future. Special events and situations expected to cause transit impacts may occasionally necessitate overtime hours. This position is non-exempt from the provisions of the Fair Labor Standards Act and is therefore eligible for overtime pay.
Union Representation/Job Code/Grade
ATU - L587/Job Code 432210/Grade 161
Work Location:
This position will be located in the King Street Center Building- 201 S Jackson St Seattle WA98104.
Teleworking Requirement:
The work associated with this position will be performed predominantly in a hybrid work environment working in the office and at home. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within areas on able distance to their King County worksite to respond to workplace reporting requirements.
To Apply:
If you are interested in pursuing this position please follow the application instructions carefully. If you need this announcement in an alternate language or format would like to request accommodation or assistance in the application or assessment process or if you have questions please contact: William Herbert -HR Analyst
Forbes recently named King County as one of Washington States best employers. Together with leadership and our employees were changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference Come join the team dedicated to serving one of the nations best places to live work and play
Guided by ourTrue North we are making King County a welcoming community where every person can thrive. We value diversity inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting support and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply including Native American and people of color immigrants refugees women LGBTQ people living with disabilities and veterans..
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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